Senior Member Services Director in London

About Info-Tech Research Group

Info-Tech Research Group delivers impartial, highly relevant IT research that empowers CIOs and IT leaders to make informed, strategic decisions. We support over 30,000 professionals globally, partnering closely with IT teams to provide actionable tools and expert guidance that drive measurable outcomes and improve technology initiatives and organizational processes.

Why Join Us?

• Consistent year-on-year growth, including double-digit growth during the global pandemic
• A growth-oriented, entrepreneurial culture with significant opportunities for leadership and advancement
• Financial support for professional development and continuous learning

What Will You Do?

As a Senior Member Services Director, you will own and lead strategic member relationships, managing a complex book of business with a focus on member success, retention, and long-term account growth. You will provide high-level operational, consultative, and relationship leadership to ensure members maximize value from their Info-Tech partnership, driving renewals and expansion through effective cross-selling and upselling.

Major Responsibilities

• Develop and execute comprehensive sales, service, and member engagement strategies across a portfolio of accounts
• Lead and oversee the full member lifecycle, including scheduling, leading, and influencing high-impact member calls and strategic conversations
• Serve as the primary owner of all senior-level account management discussions, including engagement with key and secondary stakeholders
• Ensure members fully leverage their memberships by delivering exceptional service and proactive guidance that supports renewal and future sales opportunities
• Manage and prioritize inbound member requests, ensuring timely, strategic, and value-driven responses
• Prepare for member interactions by analyzing and consolidating background information on individuals, organizations, and historical relationships with Info-Tech
• Perform ad hoc and scheduled CRM data analysis to support account strategy and forecasting
• Ensure the CRM maintains accurate, complete, and up-to-date account and contact information
• Act as a subject-matter expert on Info-Tech offerings, continuously expanding product and market knowledge
• Mentor and model best practices in member engagement, account management, and goal attainment

Education and Experience

• University degree required
• 5+ years of progressive experience in Account Management, Member Services, or Client Relationship Management, with a proven record of renewal and revenue growth
• Experience in the IT research, advisory, or professional services industry strongly preferred
• Demonstrated experience working collaboratively within cross-functional teams
• Language Skills: Bilingual proficiency in French, Spanish, German, or Swiss German is an asset to support our global member base

Key Skills and Competencies

• Strategic & Critical Thinking: Ability to synthesize complex information and communicate value clearly and concisely to senior stakeholders
• Member-Centric Communication: Strong internal and external communication skills with a deep understanding of client needs and value propositions
• Planning & Organization: Proven ability to manage priorities, plan territories, and execute growth strategies effectively
• Time Management: Expertise in managing the member lifecycle, scheduling engagements, and prioritizing competing demands
• Goal Orientation: Sets, monitors, and owns performance goals; proactively course-corrects and seeks support when needed
• Active Listening: Asks insightful questions, identifies underlying member needs, and aligns solutions accordingly

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion. We do not discriminate on the basis of any legally protected status or characteristic, including minority status, gender, sexual orientation, gender identity, disability, or veteran status.

Accommodations are available throughout the recruitment and hiring process upon request.

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